Ratings based on 453 Verified Reviews

Overbooked and gave away confirmed room

Posted Aug 16, 2017

We had booked a room with a King Bed and Pull out Double Sofa - the biggest room they had, as this could sleep 5 people (3 on the Kind and 2 on the Pull Out) which is what we needed. I called at 6pm that night to confirm our room and to let them know we would be arriving late, around 9pm. Upon arrival, I was told that our room was no longer available and all they had was a room to fit only 4 people sleeping. They said this was the only thing they could do because there were no other rooms available and somehow our room that we booked and confirmed was given away. They really didn't care, because they knew we had no choice but to stay there since it was already so late and we had no other option. They did say they could look for a cot, but after 2 hours of them looking (or so they said they did) they could not find their cot. I think it is specifically because we booked this through Expedia that they didn't care about the reservation, as they even tried to tell me my reservation was for a smaller room. However, I had the Expedia confirmation, so they just said, oh well, that room was already given to someone else.

4 out of 5

Recommended
for Everyone

by A verified traveler from chicago

This motel is located in a nice neighborhood.

Posted Jun 24, 2017

This motel is a good place to stay, it feels like you are in our own apartment. Good for family, I like it.

Comment from Hotel Management

Jun 25, 2017 by General Manager , Hotel Management

It was our pleasure having you as our guest at Extended Stay America - Los Angeles - Glendale. It's great to know you enjoyed your stay and our facilities and service were to your satisfaction. Thanks for your business, and we hope to see you again soon.
Sincerely,
General Manager

1 out of 5

by A verified traveler from Cherryland

Fun times in Glendale

Posted May 23, 2017

Pros: nice grounds, parking lot, building and rooms

Cons: free breakfast, you probably shouldn't even bother to offer the coffee

not enough room here to post a complete review, if management would contact me I'd be happy to discuss it with them or at the corporate level

Comment from Hotel Management

Jun 16, 2017 by General Manager , Hotel Management

Thanks for the evaluating your stay. We are glad you had an overall pleasant visit and liked our location. That being said, we are sorry for our complimentary grab-and-go breakfast did not live up to your expectations. Your concerns will be shared with our Food and Beverage team in an effort to our facilities. We hope will have the opportunity to make it up to you on a future visit.
Sincerely,
General Manager

3 out of 5

by geraldine

Posted May 20, 2017 on Hotels

Comment from Hotel Management

May 22, 2017 by Manager, Hotel Management

Geraldine, thank you for rating your visit to our hotel. It seems like you had a pleasant stay overall. However, we are sorry we did not meet your every expectation of yours while here. We will certainly step up our efforts, so your next stay is even better. Thanks for being our guest.
Sincerely,
General Manager

3 out of 5

by Jackie

Posted May 12, 2017 on Hotels

We arrived at 11:45 am and the lobby smelled like cigarette smoke. We then were told we had to come back later to check in because the room was not ready. When we were finally in the room and pulled out the sofa bed, we noticed it was kind of old, dirty and smelled. The location is not that good due to the neighborhood. The hotel's staff was friendly. However, I will not stay at this place a second time.

Comment from Hotel Management

May 14, 2017 by Manager, Hotel Management

Jackie, thank you for sharing your feedback. Our team is committed to providing clean and well-maintained suites for our guests, and we apologize this was not the case during your stay. Please know your feedback has been shared with the entire team to ensure a review of our processes. We regret the inconvenience caused and hope you will visit us again so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us.
Sincerely,
General Manager

4 out of 5

Recommended
for Couples

by A verified traveler from Seattle

Nice hotel close to downtown Burbank

Posted May 8, 2017

Pros: Location and reasonable pricing.

Cons: Breakfast could add some more food selections.

Location: Close to Downtown Burbank with its shopping, restaurants and close to the movie studios.

Room was clean and comfortable. Everything worked. Easy access.

Comment from Hotel Management

May 9, 2017 by General Manager, Hotel Management

Ron, thanks so much for the wonderful feedback. We are happy you had a great stay with us, and that you liked your room as well as the location of our hotel. We appreciate your feedback about our complimentary grab-and-go breakfast and have made a note of the same. It was a pleasure having you stay with us, and we hope you will choose us again!
Sincerely,
General Manager

5 out of 5

Recommended
for Everyone

by A verified traveler

Excellent value

Posted May 7, 2017 on Orbitz

Hotel had all the right things, including friendly staff,

Comment from Hotel Management

May 9, 2017 by General Manager, Hotel Management

Thank you for choosing Extended Stay America - Los Angeles – Glendale. It is wonderful to read you not only enjoyed our excellent service, but you found us to be a great value. We are thrilled to share your feedback with the team as they love to hear nice comments from our guests. It was a pleasure having you stay with us, and we hope you will choose us again!
Sincerely,
General Manager

3 out of 5

by A verified traveler

Overall Fair, but some challenges

Posted May 4, 2017 on Hotels

Overall, a good place for the value. clean and comfortable. Why I don't say its a great place was due to 2 reasons. 1st, It took like 1.5 hours for someone to bring me cups and plates. I had requested them when I checked in and called 45 mins later to remind someone. Understanding things can be busy, but each time it was promised with in 20 mins.
2nd, there was a lot of noise coming from the hallways and when someone flushed a toilet on the floor below me, or next door (couldn't tell specifically).
Lastly, the free WiFi was weak. I couldn't even play Netflixs.

Comment from Hotel Management

May 6, 2017 by Manager, Hotel Management

Thanks for evaluating your stay. We are glad you had an overall pleasant service. However, we are sorry for the service and noise issues you encountered while here. We regret the inconvenience it caused. Your feedback will help us to improve our future guest experiences. We hope you will allow us another opportunity to provide you with a better experience.
Sincerely,
General Manager

2 out of 5

by A verified traveler

Doors slam loudly

Posted May 3, 2017 on Orbitz

Auto door closing mechanisms SLAM the doors shut all night long as fellow travelers come and go. A cat meowed all night in the room next door.

Comment from Hotel Management

May 5, 2017 by General Manager, Hotel Management

I apologize for the disappointing stay you had with us. We are sorry for our shortcomings while you were here. We hope you will give us another chance to provide you with the exceptional stay in the near future to help you regain your trust in us once again.
Sincerely,
General Manager

3 out of 5

by william

Parking is not FREE

Posted May 1, 2017 on Hotels

The listing indicated that parking was free. I was surprised when checking in that they wanted $15 for parking and found it suspicious that they required a form to be signed agreeing to that. My conclusion was that many must protest. The clerk said that hotels.com hadn't updated their website to reflect the charge. Hotels.com corrected the problem---but who needs to deal with the aggravation?

Comment from Hotel Management

May 3, 2017 by Manager, Hotel Management

William, thank you for sharing your experience. We are pleased your overall stay was good, but I am sorry for the inconvenience you had with the third party website. I am taking a note of it to do the necessary. We hope you will choose us again the next time you are in this area.
Sincerely,
General Manager